CASE STUDY
REINVENT YOUR CUSTOMER EXPERIENCE RESULTING IN SALES GROWTH
MMC’s Inbound Remote Counter Program can optimize your distributor branch.
AT A GLANCE
COMPANY TYPE
HVAC Distributor
TARGET AUDIENCE
HVACR Contractors
TIMEFRAME
One Year
CHALLENGE
A major national HVAC distributor was experiencing issues with lengthy customer wait times, lack of cross-sell, struggling to manage incoming calls, lack of ecommerce adoption, and staffing at its locations.
SOLUTION
MMC has revolutionized the customer experience for this distributor with its Remote Counter Program. Utilizing our inside customer contact team, we extended customer hours, reduced wait times, and encouraged contractors to use multiple channels, including e-commerce. Our customer contact team enters orders directly into the distributor's ERP system and connected with contractors through our voice channel, driving cross-sell opportunities and increasing order sizes.
RESULTS
The program resulted in unprecedented sales within one year and earned a double-digit return on investment. More calls were answered, the abandon rate decreased, and the average order size increased by $269 - all within 12 months.
